Over the years the fan experience has become increasingly sophisticated, where sporting and entertainment organisations, venues, hospitality providers, as well as retailers are using technology to provide data driven and personalised fan experiences. From high-density Wi-Fi networks across iconic venues like the MCG and Optus Stadium to hyper-personalised mobile applications, digital innovation has shifted spectatorship …
A new Voice of Customer platform is helping Melbourne Park understand every guest more clearly and turn feedback into practical improvements for the next event. Across six venues, more than 500 events and close to four million guests each year, no two days at Melbourne Park look the same. The precinct can host a major …
Specsavers is a rare creature in the business world. It sits squarely at the intersection where medical eye care meets retail fashion, health funding and digital customer experiences. With a purpose to change lives through better sight and hearing, Specsavers places human clinical care at the heart of its business, using technology and data to …
For retailers, peak sales periods like EOFY, Black Friday and Cyber Monday are often viewed through a simple lens: more traffic, more transactions and more revenue. But these moments represent something far more valuable. They bring a concentrated wave of high-intent customers, creating a rare opportunity for retailers to strengthen customer relationships and build long-term …
Software updates are one of the most valuable customer experience moments that brands keep overlooking. Every update is an opportunity to build or lose trust, but many organisations never test the experience that keeps customers coming back. For digital businesses, updates are one of the few interactions that happen repeatedly throughout the customer relationship. Unlike …
The traditional blueprint for retail’s golden quarter has officially shattered. For years, eCommerce and retail leaders relied on a predictable cadence, launch promotions early in Q4, cast a wide net with global campaigns, and watch average order values lift bottom-line revenue. Data from Contentsquare’s Peak Season Benchmark Report reveals that consumer behaviour has fundamentally evolved. …
If there’s one thing I’ve learned over the years, it’s that customer expectations rarely stand still. The last couple of years have been telling. People have grown used to real-time visibility across almost every area of their digital lives. From tracking parcels in real-time, monitoring ride arrivals to the minute, to receiving instant confirmations for everything from food deliveries to bank transfers. Australian Consumers now …
Across APAC, most executives I meet have no shortage of ambition. They talk about hyper‑personalisation, omnichannel journeys and AI‑powered service. Yet when you sit with the agents, case workers or relationship managers who are meant to bring that vision to life, a very different reality emerges. The real CX execution gap sits between strategic intent …
Dashboards have long been the control tower for customer experience, helping teams see where customers drop off, which journeys convert, and which products or campaigns are performing. But they have one major limitation: they mostly show what has already happened. Customers now move across touchpoints and channels in minutes. By the time a weekly report …
For global travel and hospitality brands, customer experience (CX) is a complex, multinational orchestration of journeys. At Our Vacation Centre—a prominent travel loyalty provider under the global Arrivia umbrella—managing these dynamics involves coordinating a highly distributed, multilingual footprint. In an industry vulnerable to sudden geopolitical shifts and changing consumer habits, the organisation has shifted its …
Customer experience (CX) is the heart of any successful business. In this category, you’ll find insightful articles packed with actionable strategies to transform your customer interactions. Discover how to leverage empathy, personalise your approach, and utilise technology effectively to create a seamless and delightful customer journey. Gain expert advice on building customer loyalty, reducing churn, and turning happy customers into brand advocates.
